The player from Germany had requested a withdrawal nearly four weeks ago but had yet to receive payments for two of his withdrawals totaling €1,000. Despite having had previous successful withdrawals and receiving reassurances from customer service that the delays were due to technical issues, he grew concerned about not receiving his funds. The Complaints Team had been unable to proceed with the investigation due to a lack of response from him, which resulted in the closure of the complaint. The player retained the option to reopen the complaint in the future.
Dragonia Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Dragonia Casino
Safety Index:HighCase summary
Discussion
Public
Public
6 months ago
Translation
Hello,
I requested a withdrawal from the Dragonia website almost four weeks ago (July 26, 2025). I received further withdrawals on July 25, 2025 (€500 was already paid out on August 7, 2025).
July 27, 2025 (500 euros not yet paid out)
07.08.2025 (500 euros not yet paid out)
And there are still 500 euros in the player account that I cannot request a withdrawal yet because you can only request a maximum of 1500 euros at a time.
After two weeks of not receiving a payout, I contacted customer service, who always confirmed that everything was fine and that the delay was only due to technical problems in the finance department or high transaction volumes.
Now it's been almost 4 weeks that I have to wait for my money.
Customer service always just puts me off with 'please be patient' or something similar.
What can I do?
I'm starting to worry that I won't get the money.
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.
- Could you please confirm that you have passed the KYC verification?
- Could you please share screenshots of the currently pending withdrawal requests and your communication with the casino regarding the issue as evidence? Send the information to my email at tomas@casino.guru or post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
6 months ago
Dear Pianodog,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
